How to integrate your Phone System with Google Apps through CTI?

With VoIP (voice over internet protocol), companies are now able to access cheaper, more accessible phone systems all over the world. While VoIP phones have become common, particularly in North America and Europe, there is still a broad growth trend in Asian, African, and Latin American markets. Asian Pacific Markets expect an estimated 14% growth over the next five years, a significant increase considering the dense technological saturation in the area, caused primarily by escalating high-speed communications networks.

In markets where there isn’t such an extreme jump in internet infrastructure, there are also significant gains in the adoption of IP phone technology. In Africa, VoIP growth is stunning (80% in South Africa, for example). Because governments own traditional phone infrastructure in Africa, and also because of the challenges expanding utilities to less urban or more isolated areas, mobile VoIP has been replacing traditional phone systems for emerging and growing businesses. Given contemporary global markets and the push toward global expansion, even companies that have long-established traditional phone infrastructure are adopting VoIP systems for their call centers and sales teams. Global calls are more than just person-to-person voice; they now include video, conferencing, and text, whether in Asia, Europe, or North America.

With VoIP phone systems, businesses can integrate their phones to their computers and smoothly connect all aspects of sales and service. SMEs and larger enterprises can all benefit from merging data and communications functions; with IP phones, users gain key communication features, all the while letting their VoIP service providers handle IT, updates, and data hosting. Businesses, regardless of size, can benefit from efficiently merging voice and data functions and gaining innovative communication features, while their VoIP service provider takes care of the technology.

CTI (computer telephony integration) software lets users integrate their phones with their CRM or ERP platforms to provide more efficient, cheaper, and easier customer communications. With sales, agents can contact more potential clients, improve customer/agent interaction, and create a more collaborative sales team performance. With service, CTI software gives customers options of self-service or live agents, gives automatic call routing, reduces handle times, and gives management the opportunity to review call center performance. It follows by implication that it’s important for businesses to find the best VoIP phone system and CRM for their needs. Some companies need a comprehensive system that works seamlessly across a host of different silos, whereas other businesses need customizable specifics for one element (IT, for example). Businesses must understand their budgets, dominant departments, as well as the need for scalability, and make decisions accordingly.

Google Apps CRM

G Suite, formerly known as Google Apps, is a large-scale, cloud-based CRM that has more than three million subscribed enterprises. G Suite is known for its highly secure platform, zero on-premise server infrastructure, and easy scalability.

G Suite Business (formerly Google Apps for Work unlimited) allows businesses to use the easy Google Apps interface integrated with their own branding, domain name, and logo. G Suite also offers ample cloud-based storage and easy collaboration. Users can share documents, data, and calendars to keep everyone on the same page. They can virtually share work so that teams can make group decisions in real time, and allows them the mobility to work on- or off-site. Through the cloud, users are able to access documents, spreadsheets, data, and other materials through a desktop, laptop, phone, or tablet, with all files being automatically saved in Google Drive.

G Suite’s mobile management offers advanced security settings such as two-step verifications to keep mobile devices safe. With easy security settings managed through a centralized administration console, G Suite lets administrative functions be controlled by many users or just a few managers, depending on the businesses’ needs.

In its review, PC Magazine notes that GSuite offers elegant browsers and a powerful system that rivals desktop applications. Broadly, companies get the stability and accessibility of Google’s broad infrastructure, IT service, and scalability, so that companies have as few or as many users as they require.

With Google Apps CRM integration, companies can smoothly integrate phone services with G Suite’s business management software. Moreover, when companies integrate Google Apps with their phones, they have access to key features that increase efficiency and quality, including:

Advanced infrastructural technology: Google Apps integration lets businesses make phone calls using Google’s secure, advanced cloud-based platform. With CTI integration and Google’s server options, companies can make and receive a high volume of voice calls, video conferences, texts, and faxes. Moreover, Google’s “always on” IT teams let companies troubleshoot issues or fix any concerns at any time. Google’s vast size and long tradition of effective, efficient server management give companies the stability of one of the largest cloud-based CRMs.

Increased call efficiency: Though Google Apps CRM integration, enterprises gain access to a host of timesaving features. Automatic routing and self-service options let customers get the service that they need more quickly. With more automatic functions, such as payment verification or delivery tracking, customers can choose self-service options; similarly, automatic routing avoids the constant line transferring that can impede customer service. Moreover, CTI integration removes the need for the manual dialing that slows efficiency. With click-to-call, users can click any phone number from Gmail, Google calendar, browser, or spreadsheet and automatically dial. Also, Google Apps CRM can automatically record relevant data, including duration, agent, contacts; or it can schedule follow-up calls and meetings. By provided users with immediate access to data, client information, and customer history, agents can resolve issues more quickly, leading to shorter call times and increased customer satisfaction.

Increased data integration and performance management: Google Apps CRM integration provides real-time data analysis and the tools for advanced performance management. Google Apps combines call data, performance indicators like the number of calls, call duration, and opportunities created, with other significance information. Companies can use call time and duration to draw conclusions about customer segments, or it can help managers see a picture of call center or service performance. With these tools, users can monitor team performance and improve training and coaching.

Coherent, cohesive interface: Google Apps CRM offers a clear, unified screen that lets users take on a myriad of tasks. By linking phone systems to Google Apps, agents can make and receive enterprise-quality calls from the same screen as their work apps, all of which are subject to Google’s high-level security measure. Users can also text, fax, and hold web meetings and video conference calls from the same browser, which eliminates constant, messy shifting from screen to screen. Integrated screen pops let agents know client information and access records while simultaneously speaking with customers and clients. Agents can listen to voicemail from Google Apps from the same browser, again making voice interactions run seamlessly with the larger computer interface.

The expansion of VoIP phone services and integrated CRMs across the globe show that the immediate future will be dominated by internet communications. Everywhere—from Asia to Latin America—businesses can communicate with clients and suppliers without long-distance fees or outdated telephone infrastructure. However, IP phones can do so much more than make phone calls; with CTI, businesses can smoothly integrate data acquisition, client management, and incoming and outgoing phone calls. G Suite Business provides secure, reliable cloud-based CRM software for SMEs and large enterprises alike. Using G Suite (or Google Apps), companies can connect with clients, collaborate among teams using real-time data, and access client or company information from anywhere in the world, from a host of devices. Moreover, businesses have the security of a huge multinational software and storage provider with a reputation for security and stability. Google Apps can provide the framework and infrastructure for a successful call center, which lets companies focus on team efficiency and customer satisfaction.

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Dan Sincavage

Dan is a Co-Founder of Tenfold and currently serves as the Chief Strategy Officer. Dan oversees the Tenfold sales organization, manages strategic partner relationships and works with key enterprise accounts to ensure their success with the Tenfold platform.